Sr Director, Global Customer Services (ASEAN & GCR)

Your Career

The Senior Director of Global Customer Services (GCS) at Area level (ASEAN & Greater China) will be a member of the Palo Alto Networks GCS Leadership Team in JAPAC and will be responsible for leading our matrixed GCS Area team through the delivery of exceptional customer experiences and outcomes.

This high visibility, high impact role, is a critical internal partner to the Sales and Presales organization. As the Area Leader for GCS you are responsible for providing end-to-end post sales support to customers, ensuring all customers are reliably deployed, fully adopted, supported, Technically healthy and achieving value from their Palo Alto Networks investments. This position will report directly to the VP GCS in JAPAC.

Your Impact

• Manage execution and achievement of all GCS (Global Customer Services) including all metrics and targets for the Area on a quarterly and annual basis
• Proactively engage with and represent GCS in all related topics for the Area and execute in alignment with Theatre and Global GCS processes and ways of working
• Collaborate with Sales & Presales leadership and proactively interface with CxO/CISO level customer leadership across the region to gain insight and drive improvements on how to provide the best post sales experience - Lead when necessary in critical customer situations
• Work in alignment with the Area leaders to represent PANW to customers and deliver an exceptional Project Delivery, Support, & Customer Success experience
• Actively participate as a core leader of the GCS JAPAC leadership team bringing the specific Area related opportunities and challenges to the leadership team with data to enable effective and efficient execution
• Serve as the primary business owner for GCS within the Area, with an acute focus on managing and optimizing key financial levers, including Revenue, Cost, Margin, and Investment, to ensure the Area meets its long-term strategic and financial goals.
• Build a strong cross functional interlock and operating cadence with Sales, Product and Technical Consulting teams in Area
• Develop a high performance team of GCS staff creating a cohesive GCS organisation at Area level including direct and matrixed reports and organisations
• Build a growth mindset oriented culture that promotes diversity, continuous improvement, a sense of urgency and customer outcomes
• Own and drive the overall GCS execution programs - measure, monitor, and report GCS key quarterly targets and metrics and drive programs to assure continuous improvement
• Lead the operating cadence of the business - Create the right operational metrics that are impactful to the customer experience and operating productivity and drive the right priorities and goal settings that deliver measurable improvements
• Externally represent Palo Alto Networks at Customer and Partner events, to advocate our Products, Solutions, Services and Cyber Security expertise.

What You Bring

• AI fluency and thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs
• Passion for creating diverse teams and a customer obsessed, outcomes focused culture - Ability to inspire and attract the best talent
• Ability to create a strategy and align resources to execute and drive continuous improvement in alignment with other teams and organisations
• Executive presence - The ability to effectively communicate and influence at senior levels with customers and within the organisation
• P&L/Run the Business experience and mindset - Strategic mindset, ability to scale, strong operational, analytical and problem-solving skills with a track record of making major transformational improvements to customer, operational and financial performance